Determinant elements of customer relationship management in e-business
Authors: D Horn; R Feinberg; G Salvendy
Source: Behaviour and Information Technology, Volume 24, Number 2, March-April 2005 , pp. 101-109(9)
Publisher: Taylor and Francis Ltd
Abstract:This study investigates the composition of customer relationship management (CRM) in e-business by examining the possible elements that determine different aspects of the relationship between customers and e-businesses. A web-based CRM survey of 38 items, constructed from SERVQUAL (service quality instrument), SITEQUAL (website service quality instrument) and literature findings, was completed by 200 customer contact professionals. Results of a factor analysis indicated three main customer relationship attributes of e-business, which are: general CRM (accounting for 51% of the total variance); personalization (accounting for 9% of the total variance); and privacy (accounting for 7% of the total variance). Results of a stepwise regression indicated that these customer relationship attributes significantly predict customer attitude (83% of the explained variance). Within the general CRM dimension, website content organization correlated highly with customer attitude (65% of the explained variance). The results of the study indicate that customers perceive three main dimensions of relationship attributes of e-business (general CRM, personalization and privacy) and that all three significantly contribute to customer attitude. These findings support the importance of including relational-type e-business attributes when investigating interactions between customers and e-business. The study concludes with related implications and design guidelines to enhancing customer perception of e-business.
Document Type: Research article
Publication date: 2005-03-01